C'est le premier logiciel pour centre d'appels basé sur le cloud au monde.
4.5/5 (472 avis)Talkdesk est la première solution au monde de centre d'appels basée sur un navigateur qui aide les entreprises du monde entier à renforcer leurs relations clients. Plébiscitée par Box, Shopify et des milliers d'autres entreprises leaders orientées clients, elle permet aux agents de disposer d'une vision à 360° des clients.
La solution Talkdesk permet aux entreprises de :
– Avoir des conversations plus personnalisées avec les clients et les prospects ;
– Améliorer la productivité et l'efficacité de l'équipe ;
– Prendre des décisions basées sur les données pour améliorer les indicateurs de performance clés.
La solution offre des intégrations fluides dans les outils commerciaux comme Salesforce, Zendesk, Slack, Desk.com et plus de 20 autres applications majeures. Dotée de centaines de fonctionnalités personnalisables, notamment des flux de travail automatisés, des outils de reporting en direct et un routage basé sur les compétences, c'est la solution de centre d'appels idéale pour les entreprises de toutes tailles.
Avantages
The ease of use the my favorite thing about the software. As a daily user and admin, Talkdesk isn't part of things I worry about breaking, it just works. It works for me and new hires alike.
Inconvénients
Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution.
C'est le premier logiciel pour centre d'appels basé sur le cloud au monde.
Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.
Avantages
The most I like about talkdesk is that it has many integrations with other 3rd party sites, such as Salesforce, Kustomer, Ytica, etc. And all of these integrations are already included, out of the box -- we don't have to do any coding, or API calls ourselves.
Besides that, we also like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.
Inconvénients
The least I like about Talkdesk is the reporting section. Granted, their scheduled reports and dashboards are great tools which we use daily; however they lack some quality of life features that will make creating and editing reports from a chore to an enjoyable experience.
The issue is that, once a scheduled report has been created, it cannot be edited anymore, and our team frequently has new hires and transfers so we have the need to add new members to different reports, but that is not possible, and instead we have to recreate the whole report from scratch.
C'est le premier logiciel pour centre d'appels basé sur le cloud au monde.
Really positive. Talkdesk does a great job at listening to their customer needs in order to make a better product. That are fast with changes that benefit a wide net of their clients.
Avantages
We were looking for a CCAAS partner that would seamlessly integrate with Zendesk. We needed to have a full integration that allowed screen pops for agents to document tickets.
Inconvénients
In order to capitalize on reporting, you really need to have a serious excel background but once you have the data where it needs to be, the reporting is very powerful.
C'est le premier logiciel pour centre d'appels basé sur le cloud au monde.
We have been using both SalesForce and TalkDesk for more than a year now for our company and it could have never been easier compared to what we were using before, I am really thankful that our team have discovered this platform. We started using SalesForce first for a few weeks but then TalkDesk happened and it has never been this easy for me and my team, Calls logged automatically, Cases auto populate with the correct and necessary details which results in fast and efficient customer response and information backtracking. We can never ask for a better service, The Talkdesk Live at our dashboard was super helpful for managing our Agents and for tracking our service level rates which is very important if you are working for a customer driven company/job. The only hiccup that we have experienced overall is SF connector not linking properly to the TalkDesk widget in which we figured was caused by Internet fluctuations whenever the connection speed gets lost/slow but with coordinating this with the Talkdesk Team and our IT department we were able to fix the issue and it barely happens anymore and when it does occur it can be easily fixed by reloading SF. Such an awesome service.
Avantages
Integration is a breeze, My team and I never encountered any issues with the integration and the information of any of our call logs getting lost/missing
Inconvénients
Callbar integration would sometimes disconnect fail, there are times where the information takes minutes to get transferred to Salesforce which is detrimental to fast customer interaction
C'est le premier logiciel pour centre d'appels basé sur le cloud au monde.
Avantages
We've been with Talkdesk for over 2 years, and in that time they've proven to be hungry for the market, very innovative and collaborative. The product is fairly robust and there are releases fairly often for improvements, minimal downtime and a nice UI/interface. The sentiment reporting is invaluable and you often don't have to reach out to support since their knowledge base is ridiculously thorough.
Inconvénients
We definitely noticed with the departure of our first CSM and transition to another, our rose colored glasses started to come off. Talkdesk suffered some serious outages later in 2017 (though they did their best to make it right after the fact). There are some seemingly obvious improvements that could be made to the product that they have so far de-prioritized over those shiny "innovative" features. Reporting more often than not requires exporting CSVs in order to truly dig into the data, and when you do have to contact support you'll always get a canned response, have to clarify and emphasize again, *then* the agent starts to answer your question.
C'est le premier logiciel pour centre d'appels basé sur le cloud au monde.
Voici quelques-unes des questions fréquentes sur Talkdesk.
Types de licences disponibles pour Talkdesk :
Type de licence: Abonnement
version d'essai gratuite: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de Talkdesk.
Utilisateurs habituels du logiciel Talkdesk :
Grandes entreprises, Entreprises de taille moyenne, PME
Langues dans lesquelles Talkdesk est disponible :
anglais, français, allemand, italien, portugais, russe, espagnol
Types de licences disponibles pour Talkdesk:
Abonnement
Appareils pris en charge par Talkdesk :
iPhone
Applications s'intégrant à Talkdesk :
Freshdesk, Help Scout, LiveChat, Nimble, Olark live chat, Pipedrive, Slack, Zendesk, Zoho CRM, injixo
Ressources d'aide disponibles pour Talkdesk :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
OUr customers want quick and easy access to their reps by phone. Talkdesk makes that possible. Management wants an integrated phone system to be able to view high level data in other areas of our business. Talkdesk is the CCaas that fit our needs.